Marketing tools in grocery retailing, do they affect store loyalty?

The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported

@misc{1352090,
abstract = {The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported},
author = {Andersson, Niklas and Munk, Pia},
keyword = {Attitude and behaviour loyalty,service quality,self-scanning (TBSS),loyalty program,own brands,Management of enterprises,Företagsledning, management},
language = {swe},
note = {Student Paper},
title = {Marketing tools in grocery retailing, do they affect store loyalty?},
year = {2001},
}